2010 ISAP Conference - Using the Internet and Social Media in Immigrant Service Work


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Slides from Marco Campana's 2010 ISAP conference presentation, focusing on how those serving immigrants and refugees can make use of social media in their client service work.

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2010 ISAP Conference - Using the Internet and Social Media in Immigrant Service Work

  1. 1. http://www.flickr.com/photos/tyla/2613836330 Marco Campana, OCASI ISAP Conference 2010 @marcopolis
  2. 2. • • • • • • • •
  3. 3. Canadian Council for Refugees
  4. 4. Alliance of Information & Referral Systems
  5. 5. Operating Vision » Immigrant Services – clear entry points/access to services/multi-channel » Multi-service locations/province-wide coverage/services mobile and dynamic » Common Contract – Outcome Based Performance » Flexible funding model to support innovative and dynamic Client Perspective – programming Continuum of services; no eligibility » Capacity building gaps; alignment with core programs » Report results and trends / needs (e.g. health, education, housing, employment) Service Provider Perspective – Strategic partnerships with other service providers/responsive to emerging needs » Deliver immigrant services based Local needs addressed through local planning on defined client needs & and community-wide coordination (LIPs, outcomes RNEN, Local Labour Market Planning tables) » Refer to other support services as required » Manage provider relationship Ministry Perspective – » Monitor performance Government priorities; oversight and » Develop streamlined processes to policy development support integrated service delivery 9
  6. 6. 12
  7. 7. http://www.flickr.com/photos/dailypic/1459055735/
  8. 8. TO RESULTS IN FROM knowledgeable individuals and greater access to knowledgeable organizations information individuals Information and better program ad hoc information knowledge planning & delivery sharing, if at all sharing more effective and short-term systematic, efficient service to knowledge capacity formal, strategic clients/members/ sharing stakeholders Less than optimal generating new better partnerships performing knowledge with service organization providers and continuity in stakeholders knowledge retention stronger organizational tools and systems processes to support an even better performing orgs
  9. 9. Statistics Canada
  10. 10. • • • • •
  11. 11. Other?
  12. 12. • • • • • • •
  13. 13. Service Evolution: S.Org Example The site started with a discussion forum. No uptake. Took it off the site. We responded to emails from site users. 1 to 1. We were getting very similar emails from multiple people. Started creating form emails. 1 to many - kind of, but not really. Trend increased. We brought back the discussion area. Posted the question and answer, then email them back with the address where their answer could be found. 1 to many. Eventually, we restricted the places where people could send us email, and directed them to our discussion forum to ask questions. Discussion forum membership and postings increased. No one was answering questions but us. All postings were moderated (funder pressure, very much the right decision!) Still 1 to many. At some point, after some time, for some reason, people started not only posting questions, but also answers! Some users became frequent contributors, site experts. Some threads now include dozens of replies, thousands of reads. Some of them are not even questions, but discussions about experiences, opinions on issues, etc. We have a full time discussion area facilitator. We could use another!
  14. 14. 36
  15. 15. • • • • • • • • • • • • • •
  16. 16. http://www.fenton.com/watta/
  17. 17. • Lack of control and understanding • Banning access – social media as waste of time • Reportable stats (the all important PR Card number) • Do funders get this?